Technical Support Analyst (Hospitality Software) - Manila,PH

Retail & Consumer Services · Customer Service · Customer Support

In short

Provide exceptional technical and product support to hospitality customers using our platform, resolving issues related to payment processing, software configuration, and integrations. Investigate issues using structured troubleshooting techniques and collaborate with cross-functional teams for timely resolution in a 24/7 global support environment.

Responsibilities

Provide timely and professional customer support through chat, email, and phone.
Manage customer cases from initial contact through complete resolution, ensuring a positive customer experience.
Diagnose and troubleshoot product functionality, payment processing, integration, and configuration issues using a structured approach.
Translate technical concepts into simple, customer-friendly language.
Prioritize and manage multiple customer cases while maintaining service quality and response time standards.
Identify recurring customer issues and proactively recommend process or product improvements.
Escalate complex technical issues with complete documentation, troubleshooting steps, and investigation findings.
Create and maintain internal and external knowledge base articles to improve team efficiency and customer self-service.
Collaborate with Product, Engineering, Content, and Customer Experience Design (CXD) teams to resolve cross-functional issues.
Continuously develop product knowledge and contribute to improving customer support processes.
Leverage AI tools to enhance productivity, research, documentation, and customer support workflows.

Requirements

1–3 years of experience in a customer-facing support role, preferably within SaaS, technology, or hospitality technology.
Experience supporting customers through multiple communication channels, including chat, email, and phone.
Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate issues independently.
Ability to quickly learn and navigate complex software platforms.
Excellent written and verbal communication skills.
Ability to remain calm and professional when handling challenging customer situations.
Strong organizational and time-management skills with the ability to manage multiple priorities simultaneously.
Comfortable working in a fast-paced, global support environment with rotating shifts.
Practical experience using AI tools to improve efficiency, research, documentation, or workflow management.

Desired Qualifications

Experience using CRM and support tools such as Salesforce, Aircall, Jira, and Confluence.
Experience supporting hospitality software, hotel management systems, or other enterprise SaaS platforms.
Familiarity with payment systems, APIs, or software integrations is an advantage.

Benefits

Global Customer Success team operating on a 24/7 rotating shift schedule.
Fast-paced, technology-driven environment supporting hospitality customers worldwide.
Frequent collaboration with cross-functional teams across Product, Engineering, and Customer Experience.

Skills

Customer SupportSaaSJiraConfluenceSalesforceAircallAPI

#Customer Service#Technical Support#Hospitality Software#SaaS

About Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…

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